Customer Enablement Manager

OnTrac

20h • Remote

About The Position

OnTrac is hiring a Customer Enablement Manager!
Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter!
Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.
The Customer Enablement Manager ensures high‑impact customers are set up for success from activation through steady‑state. Partnering with the onboarding team, the role aligns expectations and readiness, then takes primary ownership post‑handoff to lead hypercare, stabilization, and ongoing performance enablement. Operating with a structured, proactive approach, the Customer Enablement Manager anticipates risks, aligns stakeholders early, drives corrective action, and uses standardized dashboards and KPIs to keep outcomes on track. This role partners cross‑functionally (Customer Enablement, Operations, BI/Analytics, Finance, Sales) to remove friction, close performance gaps, and maintain clear visibility into results.
We offer a comprehensive benefits package designed to support your health, financial security, and life outside of work.

Requirements

• Bachelor’s degree or equivalent experience
• 3–7 years in customer success, account management, commercial operations, or a related field
• Strong relationship management and executive presence
• Ability to translate complex data into clear, actionable business insights
• Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams
• Structured cross‑functional problem solving, organizational rigor, and follow‑through
• Ability to balance customer advocacy with business objectives
• Travel up to 5%

Responsibilities

• Own post‑onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers.
• Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff.
• Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow‑through discipline.
• Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed‑upon metrics; prepare structured, customer‑facing materials.
• Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes.
• Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress.
• Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility.

Benefits

• Medical, Dental, and Vision insurance; HSA and FSA options
• Life and Disability coverage (basic and voluntary)
• Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance
• Competitive benefits and 401(k) with company match
• Referral Bonus Program - Up to $500 per referral!
• Paid Time Off including Holiday pay
• Employee Assistance Program & a Safe and clean work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level